At MY Candy Store we strive to ensure that our customers are satisfied with their purchases. However, we understand that there may be times when you decide to return one or more products. Below you will find our full returns policy which applies to all purchases made through MY Candy Store. By placing an order you agree to our returns policy. This returns policy is in accordance with applicable law and does not affect your statutory rights as a consumer.
You have the right to cancel your entire order or part of it up to 14 days after receipt without giving any reason. Within this period you must register your order for return via our returns portal (see 'How to return' for more information). After cancellation you have another 14 days to return your product.
Only the costs for return shipping from your home to MY Candy Store are at your own expense. These costs amount to €6.95 per package and must be paid in advance online after registering the return via the returns portal in order to download the return label. For returns that we have to process manually, the return costs of €6.95 per package will be deducted from the refund amount afterwards, and these costs will therefore not be charged in advance in order to download the return label.
All our products are sealed (sealed) and delivered in closed packaging. For food hygiene reasons, you can only return products where the seal has not been broken and the packaging has not been opened. If you exercise your right of withdrawal, all delivered products, or only the products that you decide to return, must be returned to MY Candy Store with all accessories supplied and - if reasonably possible - in the original condition and packaging. Also, any promotional gifts included with your order must be returned unopened when the entire order is returned.
Handle the products you want to return with care and ensure that they are properly packaged when returned. Our advice is to use the original box with any supplied filling material, and to be especially careful with fragile items such as glass bottles. If the products are damaged during return shipment due to negligence due to insufficient and careless packaging, we may deduct the resulting damage to the products as a reduction in value from the refund amount.
How to return
To exercise your right of withdrawal, you must use our returns portal. This can be found by clicking on the pink link at the top of this page. You can then log in to your account in the returns portal using a one-time code sent to your email address. Find the order you want to return and click 'Request a return'. Select which products you want to return and indicate the desired return quantity. Choose a return reason for each product you want to return, and add any comments. If you prefer not to provide a return reason, please select 'I changed my mind' for each product you wish to return. Then click on 'Request a return' again. Your return registration is now complete. You will receive a link from us within one working day to download the return label after payment.
The use of the returns portal is necessary to guarantee a smooth returns process. If you experience problems with the returns portal, you can also register your return via our contact form, which can be found by clicking here . We will then manually enter the return notification into our system.
When you return the entire order: once we have received and inspected your return shipment, we will refund your order amount (including any shipping costs paid) within 14 days of registering your return, provided that all returned products have been received in good order. and the return conditions have been met.
When you return part of the order: once we have received and inspected your return, we will refund only the costs of the returned products within 14 days of registering your return, provided that all returned products are in good order received and the return conditions have been met. Any shipping costs paid will not be refunded.
All refunds will be issued using the same payment method you used for your original purchase. As previously indicated under 'Return costs', return labels are not reimbursed and are therefore borne by the customer.
If you have any further questions about our returns policy or need assistance returning a product, please do not hesitate to contact us. We are always there for you!